Amey Kelkar

Results-driven ITSM Functional Consultant with 6+ years of experience managing cross-functional teams and client engagements across international markets. Proven track record in maintaining 98% SLA adherence, reducing MTTR by 12%, and boosting client satisfaction by 10%. Skilled in ITSM process governance, ServiceNow, and data-driven KPI reporting.

Certified in ITIL V4 and CSPO with expertise in incident, change, and problem management. Adept at translating business requirements into operational improvements in dynamic enterprise environments.

ITSM Functional Consultant - Hexaware Technologies

(2022-05)

• Serve as primary client liaison and escalation point for ITSM-related service delivery, ensuring SLA adherence and seamless coordination across technical and business teams.
• Facilitate CAB meetings, operational health reviews, and process improvement discussions, contributing to service reliability and client satisfaction.
• Prepare and deliver ITSM KPI dashboards, trend analyses, and performance summaries during monthly and quarterly business reviews (MBR/QBR).
• Oversee Incident, Change, and Problem Management processes, maintaining 98% SLA adherence and achieving a 12% reduction in MTTR.
• Conduct internal process audits and compliance checks, identifying gaps and implementing corrective actions to maintain service quality standards.
• Lead client training sessions and develop Standard Operating Procedures (SOPs), improving operational consistency across delivery teams.
• Collaborate with ServiceNow developers and QA teams for requirement gathering, testing, and deployment validation.
• Drive continuous service improvement by analyzing metrics, identifying recurring issues, and implementing preventive measures.
• 10% increase in client satisfaction through proactive communication and structured incident governance.
• Reduced escalations by implementing a weekly RCA review mechanism and data-backed preventive actions.
• Automated KPI dashboards using Power BI, significantly enhancing report accuracy and decision-making speed.

Operations & Maintenance Engineer - Vedanjay Power Pvt. Ltd.

(2018-12 - 2020-09)

• Conducted market research and feasibility studies for solar projects, improving project viability by 20%.
• Managed project lifecycles ensuring compliance, cost control, and successful delivery within deadlines.
• Supported CRM implementation, KPI development, and performance tracking for operational efficiency.
• Adopted agile methodologies to streamline project execution, achieving up to 15% cost efficiency.

MBA - Operations Management - MIT WPU, Pune (2020-09 - 2022-08)

BE - Electrical Engineering - FAMT, University of Mumbai (2014 - 2018)